Different Tier Levels of Support
There are different tiers of support offered by help desk teams. These are:
1. Tier 0
In most cases, you can offer a self-service option to handle simple issues that are solved by following a basic set of instructions, such as requesting password resets. This is where chatbots and knowledge-based articles come in.
2. Tier 1
Agents under Tier 1 are the first line of person-to-person contact. They also deal with basic issues like software installations and troubleshooting common problems. They act as the single point of contact and are filters for higher support.
3. Tier 2
When things get a little more complicated, it’s time to call in the Tier 2 team. They handle more advanced issues that require deeper technical expertise, such as data backup and recovery, back-end support, and some major incidents.
4. Tier 3
These are subject matter experts who tackle the most intricate and perplexing technical challenges. They are dedicated agents trained in the client’s specific technical needs, so they can provide detailed support services.
Do You Need Help Desk Support?
Different industries can benefit from having help desk support. These industries include educational facilities, healthcare, software companies, telecom and tech companies, and many others.
Let’s explore a few key advantages help desk support offers these industries:
1. Round-the-Clock Assistance
The modern business landscape operates 24/7, and so should your tech support. Help desk teams are available round the clock, ensuring that technical issues are addressed promptly, regardless of the hour. This uninterrupted support keeps your business running smoothly, day or night, and provide immediate response, meeting response time requirements.
2. Increased Productivity
With help desk support in place, your employees can focus on their core tasks without the constant distraction of tech woes. By swiftly resolving issues and providing expert guidance, help desk professionals help boost productivity, enabling your workforce to operate at their full potential.
3. Cost Savings
Hiring an in-house IT team can be costly, especially for small businesses. Help desk support provides a cost-effective alternative, as you only pay for the support you need when you need it. This way, you can channel your financial resources toward other essential aspects of your business.
4. Expertise and Knowledge
Help desk teams are equipped with a wealth of technical knowledge and experience. Their expertise extends beyond troubleshooting and maintenance. They keep abreast of the latest technologies, trends, and best practices. By leveraging their expertise, you gain access to cutting-edge solutions, ensuring your business stays ahead in the digital race.
Build a Help Desk Support Team With On Call Centre
Whether you’re a small business or a large enterprise, the right support can make all the difference. By offering various tiers of assistance, help desk teams ensure that issues are addressed swiftly and efficiently.
On Call Centre can help you build help desk support that’s available 24/7 and provides expert technical support for your clients and employees. We offer customized call centre services to fit all types of needs. Reach out for a free consultation today.
At On Call Centre , we deliver exceptional customer support 24 hours a day, seven days a week, 365 days a year—sometimes 366. On Call Centre has been providing tailored, fluently French/English bilingual answering services and call centre services to small business owners (professionals, trades) and customer support departments (government, high tech, property management, healthcare, emergency clients) serving Ottawa , Montreal and Toronto —and all over Canada —for almost 50 years.